FEDERAL RELAY and Internet-based Relay Services for the Federal Government

federalrelay.us WHAT IS FEDERAL RELAY?

The Federal Relay Service is the contracted Federal Government Telecommunications Where Can I Use Who Can Use Relay Service through the General Services Administration (GSA) for Federal employees who are deaf, hard of hearing, deafblind, or have speech disabilities. Federal Relay? Federal Relay?

This contract provides a package of functionally equivalent communication access Federal Relay is accessible for both People who are deaf, hard of hearing, services so that Federal employees may conduct official duties. The general public may domestic and non-domestic locations. deafblind, blind and low vision, or have a also conduct business with the Federal Government and its agencies. Calls are relayed For more information on where you can speech disability may use Federal Relay using trained Communication Assistants (CA). The CA acts as a transparent conduit for the use Federal Relay, visit federalrelay.us. Services to access Federal agencies. transmittal of information. Federal agencies must provide a Task The Communication Assistant (CA), Video All calls are strictly confidential and no records of any conversations are maintained. Order under the Federal Relay contract to Interpreter (VI), or Captioner must collect access all or select Federal Relay Services. what Federal/Military agency you are either Authorized users are subject to change calling from or to. This is required before a based on the status of an agency’s Task Service Types call can be initiated. Order.

Federal Relay is available in two forms: n Telephone-based Services n Internet-based Services Learn More - Text Telephone (TTY) - Video Relay Service (VRS) Federal Relay provides on-site trainings - Speech to Speech (STS) n Video Remote Interpreting (VRI) and presentations or off-site webinars at no - Captioned Telephone (CapTel) - Internet Protocol (IP) Relay cost. To schedule a presentation or webinar, - Relay Conference Captioning (RCC) contact us at [email protected] - Captioned Telephone (IP CapTel) VIDEO RELAY SERVICE (VRS) What Equipment and/or federalrelay.us/vrs How to Make a VRS Call Broadband Types do I Need? Videophone: (877) 709-5797 Voice: (877) 709-5801 1 Dial (877) 709-5797 from your n A computer with built-in * ISDN access: (877) 709-5798 videophone. Press 1 for English n A videophone or external webcam* or 2 for Spanish Spanish ISDN access: (866) 284-6939 n VRS software or app* Connect to a Video Interpreter, Emergency: (877) 646-7441 2 n High-speed Internet connection, provide the name of your Federal WiFi or LTE agency or Agency Bureau code and Video Relay Service (VRS) enables an American (ASL) user to communicate the phone number you want to call via videoconferencing with a certified Video Interpreter (VI) using a high-speed Internet connection. The VI then voices/relays the signed conversation over the phone to the 3 Begin your conversation hearing caller (standard telephone user). VRS allows the sign language user to use their native language to convey facial expression and cues to ensure that nothing gets lost in User-Friendly Features the .

English/Spanish translation is available upon request. n Language Preferences (English or Spanish) International calling is permitted. Contact [email protected] for details. n Voice Carry-Over (VCO) Hours of Operation n Dialing Instructions English and Spanish n Monday: 7 AM – 11:59 PM ET n Tuesday through Thursday: 24 hours n Friday: 12 AM – 11 PM ET n Saturday and Sunday: Closed Service will be provided on Federal * Federal Relay does not endorse a specific brand of videophone equipment or software application. Federal holidays excluding those Federal users have the flexibility of using their preferred VRS holidays occurring on weekends application or equipment to access VRS through a dedicated toll-free number(s). VIDEO REMOTE INTERPRETING (VRI) What Equipment and/or federalrelay.us/vri How to Make a VRI Call Broadband Types do I Need? Voice/Videophone: (877) 689-7775 ISDN access: (855) 724-6514 1 Dial (877) 689-7775 from your n A computer with built-in webcam* Spanish ISDN access: (866) 284-6939 videophone. Press 1 for English n A videophone or external webcam* or 2 for Spanish n VRS software or app* Video Remote Interpreting (VRI) is a feature of Federal Relay's Video Relay Service (VRS). 2 You will be connected to a Video n High-speed Internet connection, This option provides deaf and hard of hearing users with on-demand remote sign Interpreter (VI). Provide the name of WiFi or LTE language interpreting in order to facilitate communication between individuals who are in your Federal agency or Agency Bureau the same location (i.e. office, cubical, front desk, etc.). code to the VI English/Spanish translation is available upon request. a. If your videophone has audio capabilities, you may go ahead International calling is permitted. Contact [email protected] for details. and start your call b. If your videophone does not have User-Friendly Features audio capabilities, provide the VI with the telephone number so that n Language Preferences they may call back in to your (English or Spanish) meeting. You have the option to Hours of Operation enable your videophone’s speaker n Voice Carry-Over (VCO) capabilities or the hearing person English and Spanish n Dialing Instructions can speak through his/her cell n Monday: 7 AM – 11:59 PM ET phone or office telephone n Tuesday through Thursday: 24 hours 3 Begin your conversation n Friday: 12 AM – 11 PM ET n Saturday and Sunday: Closed Service will be provided on Federal * Federal Relay does not endorse a specific brand of videophone equipment or software application. Federal holidays excluding those Federal users have the flexibility of using their preferred VRS holidays occurring on weekends application or equipment to access VRS through a dedicated toll-free number(s). RELAY CONFERENCE CAPTIONING (RCC) federalrelay.us/rcc RCC Request Form: fedrcc.us Technical Requirements

Relay Conference Captioning (RCC) is real-time captioning for users who are deaf or n Internet Explorer, Chrome, hard of hearing. It is an Internet-based technology that revolutionizes the way colleagues Firefox, or Safari, with cookies join and participate in teleconference calls and web conferencing. RCC uses the same and JavaScript enabled high-quality Captioners that provide closed captioning for live television, news, sports n High-speed Internet or and weather to deliver live, real-time text streamed to a high-speed Internet-connected wireless connection* computer/tablet/ anywhere in the world. n Microsoft Windows 7 or later, Scheduling Your RCC or Mac OS X n Teleconference Call The Benefits of RCC No need to download app

1 Secure a teleconference/audio bridge n Reserve your live Captioner with Web Conferencing with conference ID at least 12 hours advanced notice n For Spanish, at least 48 hours 2 Go to www.fedrcc.us and complete For information on how to embed RCC advanced notice is required the ordering form including date, into your webinar, visit the Federal Relay time, conference call or web n Access through a web browser on website at federalrelay.us/rcc. conferencing number. Please have any computer or mobile device your Federal Agency Bureau (AB) with high-speed Internet Hours of Operation code accessible n Receive captioning more English and Spanish 3 You will receive a confirmation email quickly and efficiently for multi-party communications n Monday through Friday with a link to access RCC on the day 8 AM – 6 PM U.S. Local Time n and time of your meeting Obtain a text transcript of the (including Federal holidays) conversation for your records * Standard data rates may apply IP RELAY federalip.us To Make Your IP Relay Call User-Friendly Features

Internet Protocol (IP) Relay uses an Internet connection, a computer or mobile device 1 Go to federalip.us n Instant Message (IM) with a web browser and a Communication Assistant (CA). An IP user types what they conversation format 2 Login with Username and Password want to say, the CA relays the conversation to their caller and then types their caller's n Text only for people who are response back to the IP user. To start using IP Relay, users are required to register for a 3 Select the name of the Federal agency deafblind, blind or have low vision 10-digit number through the Federal IP Relay website. 4 Type the area code and telephone n Language preferences English to Spanish translation is available. Under Language Preferences, select Español. number you want to call (English or Spanish) n 5 Optional: Type dialing instructions to Background color, text color and the Communication Assistant (CA) size options Register for a n Print and save 10-Digit Number 6 Choose language preferences: English or Español n Dialing instructions n Horizontal split screen 7 Click "Confirm" to connect to Visit federalip.us and click Register 1 Federal IP Relay Service n Connection to Federal Relay Customer Service 2 You will be directed to the Sprint 8 The CA will connect to your call Accessibility website 9 The CA will relay/voice your 3 Click on Register on the upper menu typed message 4 Follow the instructions to register 10 The CA will type everything the for Federal IP Relay other person says and will type GA at the end of each response. GA means Go Ahead which means Hours of Operation it's your turn to type English and Spanish 11 When you are ready to end the call, n 24 hours a day, 7 days a week, type SK for Stop Keying and click 365 days a year the "Disconnect" button (including Federal holidays) CAPTIONED TELEPHONE (CapTel®) What Equipment do I Need Where Can I Get a CapTel federalrelay.us/captel to Use The CapTel Service? Phone For Work?

A Captioned Telephone (CapTel) phone has a built-in screen to display everything being n CapTel phone n To apply for free equipment, said by your caller in text. CapTel looks and works like a traditional phone with captions n Power connection please visit cap.mil added so the user can read the words while listening to the voice of the other party and speaking for themselves. It is a perfect solution for people with hearing loss. CapTel can n Analog or digital telephone line(s) n CapTel phones can be purchased by the Federal Government Agency be connected through an analog telephone line or using an internet connection. OR for active Federal employees. International calling is permitted. if using an Internet-based CapTel Visit captel.com/federal phone, a high-speed Internet n connection and a telephone line For more information about CapTel devices, please visit How Does the CapTel Work? federalrelay.us/captel

1 CapTel user dials the number of the person they wish to call on their CapTel phone 2 The call is transparently connected to the captioning service. The text captions are transmitted to the Hours of Operation CapTel phone English 3 The voice of the person speaking n 24 hours a day, 7 days a week, can be heard on the handset of 365 days a year the phone and captions appear (including Federal holidays) on the display screen Spanish Model 2400i n 8 AM – midnight ET, 7 days a week, 365 days a year (including Federal holidays) TEXT TELEPHONE (TTY) SPEECH TO SPEECH (STS) federalrelay.us/tty federalrelay.us/sts

TTY is for individuals who are deaf, hard of hearing, deafblind, or have a speech disability, (877) 877-8982 and wish to communicate with a hearing person who uses a standard telephone. TTY relay calls are generally made using a text telephone, also known as a TTY, which is a Speech to Speech (STS) enables persons with a speech disability to make telephone calls communications device equipped with a keyboard for typing messages and a screen using their own voice. A specially trained Communication Assistant (CA) will repeat the for reading messages. A TTY device connects to a standard phone line. TTY callers dial words of the individual with a speech disability or synthesizer output to the other party. the Federal Relay TTY Toll-Free Number to reach a Communication Assistant (CA) who No special equipment is required to use this service! processes their call. Once connected, the TTY user types messages to the CA, who relays the conversation by reading it aloud to the hearing person. The CA then listens to the STS Features How to Use STS hearing person’s reply and types it to the TTY user. n Email Set Up 1 The STS user will dial (877) 877-8982 In case of emergency, Federal Relay users should call 911 directly using a TTY. All local or Send call instructions before the call The Communication Assistant will listen toll (domestic) calls to Federal Relay from a TTY public payphone are free of charge. 2 n My Name and My Places and serve as the speech-disabled user’s Allows others to contact the STS voice and repeat his/her responses to Toll Free Numbers user using their name the called party if needed. There may be n My Saved Messages instances where a STS user will be asked n TTY/ASCII (800) 877-8339 Allows the STS user to dictate and to repeat his/her message to ensure that save a message for an answering it is conveyed correctly n Voice (866) 377-8642 machine (up to 24 hours) 3 The STS user hears the called party’s n Voice Carry-Over (877) 877-6280 n My Style voice and proceeds with the conversation n TeleBraille (866) 893-8340 STS users are allowed to determine how a Communications Assistant n Spanish to Spanish (800) 845-6136 can support them Hours of Operation English and Spanish n Spanish to English (888) 474-8983 n My Phonebook Store up to 100 speed dial numbers n 24 hours a day, 7 days a week, n International Calls (605) 331-4923 n To set up your STS email account, 365 days a year Voice/TTY/VCO/ASCII/Spanish please visit federalrelay.us/sts (including Federal holidays) (calling from overseas into USA) COMPARISON BETWEEN TWO MAJOR RELAY PROGRAMS

FEATURES FEDERAL STATE/NATIONAL

FCC TRS Standards Conformance Yes Yes

Certification & Accrediation (C&A) of all Federal Relay IP-based systems has been accredited as determined by FIPS 199 with GSA. Yes No n Relay Conference Captioning (RCC) at federalrelay.us/rcc n Video Relay Service at (VRS) federalrelay.us/vrs n IP Relay at federalip.us

Section 508 Conformance Yes No (copy of VPAT for any of the IP-based services is available upon request)

GSA IT Security Standards Yes No

Federal Information Processing Standards (FIPS) 199 Yes No

Confidentiality: FCC TRS Standards PLUS conformance with the Privacy Act of 1974 Yes FCC TRS Standards Only (P.L.93-579), and the Internal Revenue Service Acquisition Procedures (IRSAP)

Privacy Impact Assessment (PIA) Yes No

Authorized Provider per GSA Contract No. GS00Q13NSD3000 Sprint No

TTY/ ASCII/ Voice/ STS (TRS) Yes Yes

Captioned Telephone (CapTel) All 50 states 44 States Only

Relay Conference Captioning (RCC) Yes Not mandated by the FCC

Video Relay Service (VRS) IP and ISDN National IP Only

Video Remote Interpreting (VRI) IP and ISDN Not mandated by the FCC IP Relay Yes National Only FEDERAL RELAY – TASK ORDER FEDERAL RELAY PROCESS (Direct-Billing) CUSTOMER SUPPORT

The Federal Agency’s Contracting Officer (CO) will need to complete VRS and VRI IP Relay and submit two forms listed below: n Videophone: (866) 370-2290 n TTY/Voice (800) 877-0996 Step 1: Task Order (T.O.) n Email: [email protected] n Email: [email protected] n Complete your agency’s specific Task Voice: (888) 215-4299 CapTel Order Form or use GSA’s Standard Form n Hours: n 1449, or Optional Form 347 which can be - Monday – Friday: 7 AM – 11 PM ET Voice - English: (888) 269-7477 downloaded via federalrelay.us in the (including Federal holidays) n Voz - Español: (866) 670-9134 “Task Order Submission” tab. Both forms n Holiday Hours: n TTY: (800) 482-2424 have been “pre-filled” and all you need to - 10 AM – 7 PM ET n Fax: (608) 204-6167 do is update the “red” sections. New Year’s Day, Memorial Day, n Email: [email protected] Independence Day, Thanksgiving, n Hours: Step 2: Billing Contact Information Labor Day and Christmas 24 hours a day, 7 days a week, Complete the Sprint-Federal Relay Billing RCC excluding holidays Contact Information Form (Included in n Scheduling Department the OF347 and SF 1449 documents on the TTY n Phone: (833) 250-2784 last page) n TTY/Voice (800) 877-0996 n Email: [email protected] Step 3: Submission n Email: [email protected] n Technical Department n Both forms (Task Order and Billing n Phone: (833) 250-2784 STS Contact Information) need to be n submitted via email to n Email: [email protected] (800) 877-0996 [email protected] n Hours: (U.S. Time Zones) n Email: [email protected] n Upon review, if all documents are in - 24 hours a day, 7 days a week Website order and fully completed, it will take (including Federal holidays) n Sprint up to 90 days to set up the federalrelay.us/support Agency direct-billing account The above Task Order process is subject to change at any time. FEDERAL RELAY CONTACT INFORMATION n Inquiries: [email protected] n Invoices: [email protected] n Task Orders: [email protected]

Sprint Federal Relay Program Management n Federal Relay Account Manager Tatyana Mezentseva Email: [email protected] Phone: (720) 545-0154 Videophone: (720) 642-8926 Fax: (913) 523-1814

General Services Administration (GSA) Program Management n Federal Relay Contracting Officer's Representative (COR) Craig Bikowski Email: [email protected] Phone: (202) 401-1194

Sprint requests that your agency submit and/or monitor a Task Order for Federal Relay to ensure no interruption of services. The Federal Relay program is a “standalone” contract. CapTel is a registered trademark of Ultratec, Inc. © 2019 Federal Relay - All Rights reserved. A-FMFR-0001 v10-2019